Consumer Guide to Booking a Rental Vehicle Online
This guide has been created to help travellers confidently navigate the online vehicle rental booking process, ensuring they select the right vehicle for their needs and fully understand any charges, conditions, or restrictions that may apply.
The information provided is intended as a general guide for all online car rental reservations, regardless of the travel portal or rental company selected.
Please note that every travel portal displays information differently. Important details may appear in different sections of the booking process, so it is essential to carefully review all information provided to avoid unexpected charges or unsuitable vehicle selections.
For additional guidance, please refer to the ACRISS guidelines relating to consumer transparency and CMA requirements, including the full disclosure of fees, charges, and rental conditions during the booking process.
General Overview
The overall cost of a vehicle rental is influenced by several factors, primarily:
- What you rent
- Where you rent
- How long you rent for
These are usually the first details requested during the booking process and are used by travel portals to display available vehicles and rates from participating rental companies.
Once quotes have been returned, it is important to select a vehicle that best suits your travel requirements. Further guidance is available in the section below: Choosing the Right Vehicle for You.
Discounted or promotional rates may also be available through membership schemes, loyalty programmes, corporate agreements, or promotional codes. These can often be applied either before or after your initial search.
Choosing the Right Vehicle for You
Vehicles are generally grouped by car category, which reflects the approximate size and comfort level of the vehicle.
Typical categories include:
- Mini
- Economy
- Compact
- Intermediate
- Standard
- Full-Size
- Premium
- Luxury
Some categories may also include Elite versions. Elite vehicles are superior variants within the same size category and may offer enhanced performance, upgraded interiors, additional features, or higher specifications.
ACRISS members and associates use the globally recognised ACRISS Car classification system designed to help travellers compare vehicles on a like-for-like basis across rental companies and booking platforms.
When reviewing available options, you should also confirm that the vehicle meets any additional requirements you may have, including:
Vehicle Type
- 2-door or 4/5-door vehicles
- SUV
- Estate/Wagon
- Convertible/Cabriolet
- Passenger Van/MPV
Transmission & Drive Type
- Manual or Automatic transmission
- AWD (All-Wheel Drive)
- 4WD (Four-Wheel Drive)
Fuel Type & Air Conditioning
- Petrol
- Diesel
- Hybrid
- Electric Vehicle (EV)
- Air-conditioning availability
Optional Extras and Equipment
Additional equipment may be available upon request, including:
- Child seats
- Satellite navigation
- Winter tyres
- Ski racks
- EV charging cables or charging access cards
Important Vehicle Size Considerations
Mini-category vehicles, although often the lowest-cost option, can be extremely compact and may not be suitable for families or groups travelling with luggage. Paying slightly more for a larger category can significantly improve comfort and luggage capacity.
Similarly, some 7-seat MPVs may offer limited luggage space when all seats are occupied. These are often described as “5+2 seating”, meaning the final two seats fold down from the luggage area.
Mandatory Charges
All mandatory charges should be included within the estimated total rental price displayed during booking.
Typical mandatory charges may include:
- VAT / Sales Tax – Taxes imposed by the country of rental on services provided. These are usually calculated on the total rental value and are generally non-recoverable for leisure travellers.
- Vehicle Licence Fee – Applicable in certain countries or locations.
- Airport Service Charge – Applied at airport rental locations where applicable.
- One-Way / Drop-Off Fee – Charged when returning the vehicle to a different location from where it was collected.
- Cancellation Fee – May apply to prepaid or promotional bookings.
Additional Charges
Some charges only apply when optional services or specific renter conditions are added to the booking.
These may include:
- Mileage / Kilometre Charges – Many rentals include unlimited mileage, but some may have restrictions or additional mileage fees.
- Special Equipment Charges – Charges for optional extras such as child seats, ski racks, GPS devices, or winter equipment.
- Young Driver Surcharge – Additional fees may apply for renters below a specified age threshold, commonly under 25 years old.
- Additional Driver Fee – Additional drivers must meet the same licence and age requirements as the primary renter and must be approved and added to the rental agreement.
- Fuel Charges – Charges may apply if the vehicle is not returned with the agreed fuel level or battery charge.
To avoid unnecessary charges, it is recommended that the vehicle is returned in the same condition and fuel/charge state as when collected.
For prepaid reservations, cancellation or amendment fees may apply. Always review the cancellation terms carefully before confirming your booking.
Insurance Options
Insurance products and coverage levels may vary between rental companies and countries. Common options include:
Collision Damage Waiver (CDW)
Limits the renter’s financial responsibility for accidental damage to the rental vehicle. The renter remains responsible for complying with the rental agreement conditions.
Theft Protection (TP)
Limits the renter’s financial responsibility in the event of theft or attempted theft of the rental vehicle.
Personal Accident Insurance (PAI)
Provides personal accident coverage for the driver and sometimes passengers, subject to the terms and conditions of the policy.
Please note: The above descriptions are summaries only. Full details, exclusions, excess amounts, and conditions are available directly from the rental company and within the rental agreement.
Car Policies
Before confirming a booking, always review the Car Policy or Rental Terms associated with the selected rate.
These policies typically include:
- Included services and coverages
- Mandatory and optional charges
- Fuel policies
- Mileage limits
- Cross-border restrictions
- Winter tyre requirements
- Deposit requirements
- Collection and return procedures
The estimated total shown during booking may not include optional extras or charges incurred during the rental period.
Location details are also important and may include:
- Opening and closing hours
- Out-of-hours collection procedures
- Shuttle bus instructions
- Terminal collection information
- Full address and contact telephone number
Rental Restrictions
Age Restrictions
Most rental companies apply minimum and maximum age limits. Commonly:
- Minimum age: 21–25 years
- Maximum age: 75 years
Drivers outside these limits should carefully review the rental policy for eligibility and applicable surcharges.
Driver’s Licence Requirements
Renters must present a full and valid driving licence issued in their country of residence.
If the licence is not written in the Roman alphabet (for example Arabic, Japanese, or Cyrillic), an International Driving Permit (IDP) may also be required.
Most rental companies require drivers to have held their licence for a minimum period, commonly at least 12 months.
It is also advisable to carry additional identification, such as a passport, when collecting the vehicle.
Vehicle Availability
Not all vehicle types are available through online travel portals. Certain specialised vehicles may require direct booking with the rental company or travel agent, including:
- Prestige and luxury vehicles
- Accessible or adapted vehicles
- Minibuses
- Commercial vans and trucks
- Specialised industrial or mining vehicles
Always contact the rental company directly if you require a specialist vehicle or additional accessibility support.